Joni Hamilton Rondo

Customer Care Advisor (Supporting US & Canada)

Roche Diagnostics

07.2006 - Current

Provides technical support (via phone, chat through Genesys, email and the mySugr app) for Accu-Chek and ReliOn Platinum customers using blood glucose monitoring systems
Supports mySugr connectivity app and platform through Zendesk and Salesforce
Investigates medical device complaints through technical troubleshooting
Documents product complaints to ensure compliance within an FDA regulated environment
Managed tasks related to medical device recalls and notifications
Consistently exceeds performance expectations by following required policies and procedures, while paying close attention to detail, and demonstrating a strong understanding of regulatory compliance in the medical device field
Coaches new advisors on the proper procedures of logging complaints in Salesforce
Assists with quality control by reviewing new hire documentation practices
Participates in routine calibration meetings with coaches and trainers to ensure alignment on documentation and complaint logging
Able to multi-task and work independently
Completes projects and tasks on time while maintaining outstanding quality
Proactively completes tasks on behalf of individuals who are out to ensure that deadlines are met
Designated to complete proxy tasks for the most complex PRI's (labeling, malfunctions, and serious injuries), global requests and FDA MedWatch notifications
Assisted with reviewing cases for FDA audit
Collaborated with team manager on SFDC tasks as a result of global system process updates
Leader and strong resource within the department
Proficient in case management
Consistently exceeds KPI targets of 80% (averaged 91%)
Maintains 100% training compliance